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Dozens of America’s biggest hotel owners are pressuring Marriott International to share more of the wealth from its lucrative partnerships tied to the Marriott Bonvoy loyalty program, Kate King reports.
Marriott has said that fee revenue from its co-branded credit cards is expected to jump 35% this year to nearly $1 billion. Owners say that they previously believed the program was only breaking even and that the hotel giant is ripping them off.
Most Marriott hotels are owned by franchisees, who say they are the ones bearing the expense of providing rooms when customers cash in their credit-card points. These owners say they should get a bigger slice of the revenue Marriott makes from credit-card agreements, according to a March letter signed by 51 owners representing nearly 1,000 Marriott-branded hotels and sent to Marriott.
Hotel owners say they want more financial information and reforms to the program’s reimbursement structure. Marriott, the world’s largest hotel chain by number of rooms with more than 1.7 million globally, says it takes owners’ concerns seriously and recently increased owners’ compensation for loyalty stays on high-demand nights.
Some customers say loyalty programs are providing fewer perks than in the past. Larry Pearlman, a Marriott rewards member since 1989, has secured lifetime platinum loyalty status with the chain after decades of traveling for work but says he is getting fewer benefits than 10 years ago.
Loyalty members now get breakfast vouchers that don’t cover the cost of breakfast and are charged for parking even at rural locations. Pearlman says he tried to contact Marriott to complain but didn’t get through to anyone until a LinkedIn post he wrote detailing his grievances went viral.
Marriott boosted his points as a thank you for his feedback. Pearlman says he still feels less loyal overall to the brand.
“Now it’s like, if Holiday Inn is cheaper, I’ll stay there,” he says.
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